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강상혁,박수현,서종원 대한토목학회 2019 KSCE JOURNAL OF CIVIL ENGINEERING Vol.23 No.4
It is very important to assess overall infrastructure performance in order to establish a national plan for sustainable development and to make a long-term financial budget. The purpose of this paper is to investigate the overall performance of infrastructure facilities and propose a method to determine investment priorities for performance upgrades. In order to evaluate infrastructure performance, we categorized infrastructure into nine facility groups: roadways, railways, subways, ports, dams, buildings, levees, water supply and sewerage, and retaining walls and then conducted an expert questionnaire survey about facility performance using a Likert scale 1 to 5: highly dissatisfied, dissatisfied, neutral, satisfied, and highly satisfied. As a result, it was found that the current overall infrastructure performance in Korea had increased by 3.5% compared to year 1994. The facility performance rankings were in the order of dams, roadways, levees, ports, buildings, railways, retaining walls, water supply and sewerage, and subways, which means that investment should be prioritized to subways as well as water supply and sewerage to improve their performance. We also developed a Matrix of Performance Satisfaction that demonstrates trends of performance satisfaction. It is expected that facility performance can be evaluated more thoroughly using the proposed method.
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YANG, Shu Ya,CHEN, Shui Chuan,LEE, Liza,LIU, Ying Sing Korea Distribution Science Association 2021 The Journal of Asian Finance, Economics and Busine Vol.8 No.3
The use of human resources determines the success of enterprises. This study applies the questionnaire design method to analyze the relationship between job stress, job satisfaction, and job performance, noting that few studies have comparatively examined these variables between industries, especially between high-tech and traditional industries. The proposed assessment model in this study can facilitate decision-makers' ability to make the optimal business decisions through their personnel systems, thereby improving employee satisfaction and increasing job performance. This study found that in the traditional and high-tech industries, some demographic variables have significant differences in the job stress, job satisfaction and job performance, but the demographic variables that can significantly affect the differences in these job's variables are differences between industries. This study acknowledges that job stress and performance have a significantly negative correlation, and traditional industries will have more stress factors than high-tech industries. In addition, support for traditional industries exist in job satisfaction and performance has a significantly positive correlation, but not in high-tech industries. Job stress for performance has a significantly negative correlation in two industries. This study reconfirmed the relationship between job stress, satisfaction and performance, found some differences in this relationship and the respective industrial characteristics.
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IPA 기법을 이용한 보험금 지급서비스 품질에 관한 연구
김민정 ( Kim Minjung ),곽민주 ( Gwak Minjoo ) 한국금융소비자학회 2019 금융소비자연구 Vol.9 No.3
본 연구는 보험금 청구 경험이 있는 금융소비자를 대상으로 IPA 기법을 이용하여 보험금 지급서비스에 대한 중요도와 만족도 차이를 분석하고 보험금 지급서비스에 대한 개선점을 제언하고자 한다. 이를 위해 보험금 청구 경험이 있는 472명을 분석에 이용하였다. 주요 연구결과는 다음과 같다. 첫째, 보험금 지급 특성을 살펴본 결과, 보험금을 지급받은 적이 있다고 응답한 비율이 95.1%로 대부분의 금융소비자가 청구한 보험금을 지급받은 것으로 나타났다. 지급받은 평균 보험금은 218만원이었으며, 지급까지 걸린 기간은 평균 11일이었다. 둘째, 보험금 지급서비스에 대해 소비자가 중요하게 생각하는 것에 대한 응답은 4.02점∼4.45점의 점수 분포를 보였으며, 가입 당시 약속한 보험금 지급(4.45점)>보험금지급의 신속성(4.27점)>보험금 지급 절차의 간편성(4.18점)>보험회사 직원의 전문적 지식(4.11점)>보험회사 직원의 친절한 서비스(4.04점)>보험금 처리 과정의 알림서비스(4.02점) 순이었다. 셋째, 보험금 지급서비스에 대한 금융소비자의 만족도 점수는 3.60점∼3.85점의 점수 분포로, 가입 당시 약속한 보험금 지급(3.85점)>보험금 지급의 신속성(3.73점)>보험금 지급 절차의 간편성(3.71점)>보험회사 직원의 친절한 서비스(3.68점)>보험회사 직원의 전문적 지식(3.63점)>보험금 처리 과정의 알림서비스(3.60점)의 순이었다. 넷째, 보험금 지급서비스의 중요도와 만족도 문항 차이를 살펴본 결과, 보험금 지급서비스는 중요도 수준에 비해 만족도 수준이 낮은 것으로 나타났다. 특히 금융소비자는 가입 당시 약속한 보험금 지급에 대해 만족하고 있지만, 그 중요도에 비해 만족도 수준이 낮았다. 또한 보험금 지급서비스의 IPA 매트릭스를 살펴본 결과, 과잉되어 있는 보험금 지급 절차의 간편성에 대한 노력을 다른 곳으로 집중시키고 소비자에게 중요한 1사분면에 속해있는 가입 당시 약속한 보험금 지급과 보험금지급의 신속성 등의 속성들을 유지시키기 위한 노력이 필요한 것으로 나타났다. This study set out to analyze differences between the importance and satisfaction of insurance payment service based on the IPA among financial consumers with insurance claim experiences and propose improvement measures for insurance payment service. For these purposes, the study analyzed the cases of 472 consumers with insurance claim experiences. The major findings were as follows: First, the study examined the characteristics of insurance payment and found that as high as 95.1% of financial consumers had their “insurance paid,” which indicates that most financial consumers had the insurance they claimed paid. The average sum of insurance was 2,180,000 won. It took mean 11 days to have their insurance paid. Second, the financial consumers scored 4.02~4.45 points in the importance of insurance payment service. They placed the highest importance on payment of the promised insurance at the time of subscription(4.45), which was followed by the speed of insurance payment(4.27), simplicity of the insurance payment procedure(4.18), expertise of employees at an insurance company(4.11), kind service of employees at an insurance company(4.04), and notification service for the insurance payment process(4.02) in the order. Third, the financial consumers scored 3.60~3.85 points in satisfaction with the insurance payment service. Their satisfaction level was the highest in the payment of promised insurance at the time of subscription(3.85), speed of insurance payment(3.73), simplicity of the insurance payment procedure(3.71), kind service of employees at an insurance company(3.68), expertise of employees at an insurance company(3.63), and notification service for the insurance payment process(3.60) in the order. Finally, the study examined differences between the importance and satisfaction items of insurance payment service and found that the satisfaction level was lower than the importance level in insurance payment service. The financial consumers were satisfied with the payment of promised insurance at the time of subscription, but their satisfaction level was lower than the importance in the item. The study also examined the IPA matrix of insurance payment service and raised a need to concentrate the excessive efforts made for the simplicity of the insurance payment process and make efforts to keep the attributes in Quadrant 1.
ScienceON
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